Welcome to TPG Community!
We were able to locate your account using your FB name and it seems that you were able to contact our Tech team. The case was escalated to our Engineering team for further investigation and the issue was lodged with the NBN Co since there's a possible fault on the network.
They are waiting for the update if an NBN technician is needed to help us resolve the issue. They'll be in touch via phone call or SMS once an update is available.